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CUSTOMER & RESIDENT SATISFACTION

CUSTOMER & RESIDENT SATISFACTION

Our over-riding aim is to ensure that all of our customers and residents are delighted with the quality of our affordable housing service.

Achieving Customer Satisfaction
There are three main elements to our customer satisfaction strategy:

  • A suite of quality management systems, including ISO 9001 and ISO 14001
  • Measurement of our performance through scheme specific and generic Key Performance Indicators
  • Continuous improvement

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Respect for Residents
We never forget that we are invariably working in and around people’s homes. Our on-site Resident Liaison Managers consult and inform residents at all stages and take their needs into consideration whenever possible.

We operate a Considerate Constructors Code of Conduct on all our schemes which is often drawn up in conjunction with residents on a site specific basis.

We involve residents in the design of their new homes and provide an ‘It’s Your Choice’ service, enabling residents to choose the fixtures, fittings and finishes to make their new or refurbished affordable property really feel like home.

Resident Consultation and Involvement
We recognise that for any estate regeneration to be successful, it is fundamental that we gain the support of local people not just during the planning, design and construction phases, but also for the long-term management of their new community.

We have extensive experience of working with, and consulting with, residents and recognise that in order to ensure that all sections of the local community are involved in the consultation process we need to offer a range of techniques to suit individual circumstances.

Working in partnership with our local authority and housing association partners, we therefore regularly use a wide range of consultation initiatives.

Contact us regarding your affordable housing and estate regeneration requirements.

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